Legal Services Program

Legal Services Program Standards and Guidelines May 29, 1998 Revised November 12, 2010

Oregon State Bar Legal Services Program Standards & Guidelines Table of Contents I. Mission Statement... 4 II. Governing Structure... 6 A. Statutory Authority... 6 B. Governing Committee... 6 1. Purpose:... 6 2. Duties to the OSB Board of Governors:... 6 3. Membership... 6 4. Term of Appointment:... 7 5. Liaisons to Committee:... 7 6. Meetings:... 7 7. Quorum:... 7 8. Subcommittees... 7 C. Program Staff... 8 1. Director of Legal Services Program:... 8 III. Standards and Guidelines for Providers... 9 A. Statement of Goal... 9 B. Provider Structure... 9 1. Non Profit:... 9 2. Board of Directors:... 9 3. Staff Attorney Model... 10 5. Efficient Use of Resources... 10 C. Provider Use of Funds and Eligibility Guidelines... 10 1. Use of Funds... 10 2. Eligibility Guidelines... 11 3. Payment of Costs... 11 4. Recovery of Attorney Fees... 11 Oregon State Bar Legal Services Program Standards and Guidelines Adopted by the Board of Governors May 29, 1998 Amendments adopted by the Board of Governors November 12, 2010- Page 1

D. Procedures for Priorities and Policy for Avoiding Competition with Private Bar.. 11 1. Procedures for Establishing Priorities... 11 2. Avoidance of Competition with Private Bar... 12 E. Provider Grievance Committee and Process... 12 1. Grievance Committee... 12 2. Grievance Process... 13 F. Additional Standards for Providers... 13 G. Columbia County Exception... 13 IV. Cooperative Collaboration by Providers... 15 A. Mechanism for Cooperation... 15 V. Oversight by OSB Legal Services Program... 16 A. Funding of Providers... 16 1. Presumptive funding... 16 2. Additional Funds... 17 B. Performance Evaluation of Providers... 18 C. Annual Reporting Requirements... 18 1. Annual Audit... 18 2. Annual Report... 18 D. Peer Review... 19 1. Process... 19 2. Report... Error! Bookmark not defined. E. Complaint Procedure... 19 1. Complaints about Legal Services Providers... 19 2. Complaints from Applicants to the OSB LSP... 20 F. Non-Compliance by Provider... 20 Oregon State Bar Legal Services Program Standards and Guidelines Adopted by the Board of Governors May 29, 1998 Amendments adopted by the Board of Governors November 12, 2010- Page 2

1. Informal Negotiation... 20 2. Formal 30 Day Notice... 21 3. Mediation... 21 4. Hearing... 21 5. Suspension of Funding... 22 6. Termination of Services... 22 Appendices A. Statutory Authority A1 ORS 9.572 et seq. A2 Ors 21.480 B. Oregon State Bar Board of Governor s Policies Section 15.300 et seq. C. Standards for Providers of Civil Legal Services to the Poor, as approved by the ABA House of Delegates, August, 1996 D. Standards for Programs Providing Civil Pro Bono Legal Services to Persons of Limited Means, adopted by the American Bar Association House of Delegates, February 1996. E. OSB Civil Legal Services Task Force Final Report, May, 1996 F. Selected Legal Services Corporation Performance Criteria, 1996 G. Declaration of Angel Lopez and Charles Williamson Oregon State Bar Legal Services Program Standards and Guidelines Adopted by the Board of Governors May 29, 1998 Amendments adopted by the Board of Governors November 12, 2010- Page 3

I. Mission Statement It is the mission of the Oregon State Bar Legal Services Program: To use the filing fee revenue to fund an integrated, statewide system of legal services centered on the needs of the client community as identified in the Mission Statement of the OSB Civil Legal Services Task Force Final Report, May 1996; and To use its oversight authority to work with Providers to insure that the delivery of services is efficient and effective in providing a full spectrum of high quality legal services to low-income Oregonians. To work to eliminate barriers to the efficient and effective delivery of legal services caused by maintaining legal and physical separation between providers of general legal services to lowincome Oregonians in the same geographical area, while maintaining Providers ability to offer the broadest range of legal services required to serve the needs of clients. OSB Civil Legal Services Task Force Final Report, May 1996 Appendix I, Page 1 & 2 Legal services programs exist to ensure that institutions and organizations created to serve public interests and needs, particularly governmental and civic institutions, treat individuals equally no matter what their economic situation. This is not a radical notion; it is the cornerstone of American concepts of justice and fair play. The mission of Oregon s statewide legal services delivery system should continue to be centered on the needs of its client community. It should be expansive, recognizing that equal justice contemplates more than simply providing a lawyer in every family law or unlawful detainer case (though it certainly includes this goal as well). This mission must contemplate lawyering in its broadest sense, acknowledging that the interests of low income clients can only be served if the delivery system is dedicated to providing full and complete access to the civil justice system in a way that empowers this segment of the population to define, promote, and protect its legitimate interests. As such, the mission must be to: Oregon State Bar Legal Services Program Standards and Guidelines Adopted by the Board of Governors May 29, 1998 Amendments adopted by the Board of Governors November 12, 2010- Page 4

Protect the individual rights of low income clients; Promote the interest of low income individuals and groups in the development and implementation of laws, regulations, policies and practices that directly affect their quality of life; Employ a broad range of legal advocacy approaches to expand the legal rights of low income individuals and groups where to do so is consistent with considerations of fundamental fairness and dignity; and Empower low income individuals and groups to understand and effectively assert their legal rights and interests within the civil justice system, with or without the assistance of legal counsel. Oregon State Bar Legal Services Program Standards and Guidelines Adopted by the Board of Governors May 29, 1998 Amendments adopted by the Board of Governors November 12, 2010- Page 5

II. Governing Structure A. Statutory Authority On September 24, 1997, the Oregon State Bar Legal Services Program (OSB LSP) was established by the Board of Bar Governors as directed by ORS 9.572 to 9.578 (Appendix A1). The OSB LSP is charged with: the administration of filing fee funds appropriated to the OSB by ORS 21.480 (Appendix A2) for funding legal services programs; the establishment of standards and guidelines for the funded legal services programs (Providers); and the development of evaluation methods to provide oversight of the Providers. B. Governing Committee 1. Purpose: The Governing Committee (OSB LSP Committee) is charged with oversight of the OSB LSP and the funds appropriated to the Bar by the Oregon Legislature under ORS 9.572. The OSB LSP Committee will receive direction from the Board of Governors. 2. Duties to the OSB Board of Governors: The OSB LSP Committee will be responsible for reviewing and reporting to or making recommendations to the OSB Board of Governors on the following: The Standards and Guidelines for the OSB LSP and their periodic review Applications for funding to the OSB LSP Disbursement of funds and annual OSB LSP budget Assessment of Provider Programs Annual reporting by the Providers Legislative issues involving the legal aid filing fee funds Complaints and grievances about Providers Additional work of the OSB LSP 3. Membership a. Appointment: Appointment of members to the OSB LSP Committee shall be made by the Oregon State Bar Board of Governors. Oregon State Bar Legal Services Program Standards and Guidelines Adopted by the Board of Governors May 29, 1998 Amendments adopted by the Board of Governors November 12, 2010- Page 6

b. Membership: The OSB LSP Committee will consist of 9 members: 7 members, in good standing, of the Oregon State Bar; and 2 public members. The membership should be representative of the statewide aspect of the OSB LSP and should reflect the diversity of the service areas. No more than 3 attorney members should be from the Portland metropolitan area. The following criteria should be considered in selecting members: (1) Commitment to the basic principles of access to justice (2) Ability to advance the mission of the OSB LSP (3) Knowledge and understanding of providing quality legal services to low-income people. (4) History of support for legal services providers (5) Representation of a geographic area with special attention given to practice area specialties. 4. Term of Appointment: Appointments will be made for 3 year terms with the exception of the initial attorney appointments. To stagger vacancies on the OSB LSP Committee and to provide continuity, the initial appointments will be: 3 attorneys appointed for 3 years; 2 attorneys appointed for 2 years, and 2 attorneys appointed for 1 year. 5. Liaisons to Committee: The Oregon Law Foundation and the Campaign for Equal Justice are invited and encouraged to each have a liaison to the OSB LSP. 6. Meetings: The OSB LSP Committee will meet quarterly. The Chair can call Special Meetings as needed. Meeting notices and agendas will be sent out according to public meeting law. Members can participate by telephone. 7. Quorum: Five members constitute a quorum for voting purposes. 8. Subcommittees: The OSB LSP Committee Chair has the authority to appoint additional subcommittees to make recommendations on specific issues as needed. a. Oregon State Bar Legal Services Program Standards and Guidelines Adopted by the Board of Governors May 29, 1998 Amendments adopted by the Board of Governors November 12, 2010- Page 7

C. Program Staff 1. Director of Legal Services Program: The OSB will hire a Director of Legal Services Program (OSB LSP Director) who will be supervised by the Executive Director of the Oregon State Bar. The OSB LSP Director will staff the OSB LSP Committee and be responsible for supporting its work and for the effective administration of all aspects of the LSP. a. The LSP Director will be responsible for monitoring, reviewing, reporting and making recommendations to the OSB LSP Committee on the following: These Standards and Guidelines and their periodic review Applications for funding Disbursement of funds and Annual OSB LSP budget Assessment of Provider Programs Annual Reporting by the Providers Legislative Issues regarding the filing fee funds Complaints and grievances about Providers Additional work of the OSB LSP b. The LSP Director will be responsible for providing technical assistance to Providers to ensure compliance with these Standards and Guidelines. Oregon State Bar Legal Services Program Standards and Guidelines Adopted by the Board of Governors May 29, 1998 Amendments adopted by the Board of Governors November 12, 2010- Page 8

III. Standards and Guidelines for Providers The following standards and guidelines shall apply to all programs providing civil legal services in Oregon who receive, or who may apply to receive, funding from the Oregon State Bar Legal Services Program (OSB LSP) pursuant to ORS 9.572 et seq. These Standards and Guidelines apply only to services funded by filing fees received from the OSB LSP. A. Statement of Goal It is the goal of the OSB LSP that all Providers shall be an integral part of an integrated delivery system for civil legal services which incorporates the Mission, Values and Core Capacities set forth in the OSB Civil Legal Services Task Force Final Report, May 1996, (Appendix E). The filing fee money should be used to fund providers in an integrated system designed to provide relatively equal levels of high quality client representation throughout the state of Oregon and designed to address the core capacities identified in the OSB Legal Services Task Force Report. The integrated delivery system should be structured to eliminate the legal and physical separation of offices serving the same geographical area, avoid duplication of administrative functions and costs, reduce the burdens on staff and clients, and minimize other barriers to the efficient delivery of legal services described in the Declaration of Angel Lopez and Charles Williamson authorized by the Board of Bar Governors in January 2002 (Appendix G), while maintaining the Provider s ability to offer a broad array of high quality legal services consistent with the Mission Statement. B. Provider Structure 1. Non Profit: A Provider shall be an Oregon nonprofit corporation, incorporated as a public benefit corporation under ORS Chapter 65, and be recognized as tax exempt under section 501(c)(3) of the Internal Revenue Code. 2. Board of Directors: A Provider shall have a Board of Directors which reasonably reflects the interests of the eligible clients in the area served, and which consists of members, each of whom has an interest in, and knowledge of, the delivery of quality legal services to the poor. Appointments to the Board of Directors shall be made so as to ensure that the members reasonably reflect the diversity of the legal community and the population of the areas served by the Provider including race, ethnicity, gender and similar factors. Oregon State Bar Legal Services Program Standards and Guidelines Adopted by the Board of Governors May 29, 1998 Amendments adopted by the Board of Governors November 12, 2010- Page 9

a. A majority of the directors should be active or active emeritus members of the Oregon State Bar, appointed by the county bar association(s) in the Provider s service area, or by the Oregon State Bar. b. At least one-third of the directors should be persons who are eligible to be clients, but are not current clients, when appointed. The directors who are eligible clients should be appointed by a variety of appropriate groups designated by the program that may include, but are not limited to, client and neighborhood associations and community based organizations which advocate for or deliver services or resources to the client community served by the Provider. 3. Staff Attorney Model: A Provider shall have at least one active member of the Oregon State Bar on staff. 4. Pro Bono Program: A Provider shall maintain a Pro Bono Program, certified by the Oregon State Bar pursuant to section 15.300 et seq. of the Oregon State Bar Board of Governors Policies (Attachment B), as a part of its system of delivery of legal services. 5. Efficient Use of Resources: A provider should, to the maximum extent practicable, integrate its operations and staff into existing programs that provide general legal services to low-income Oregonians in the same geographical area and meet the criteria set out in paragraphs B.1 B.4, rather than maintain organizations that are legally and physically separate. If separate organizations currently exist, the Provider should take whatever actions are required to achieve program integration that will eliminate unnecessary, costly, and inefficient duplication without compromising the Provider s ability to offer the full range of legal services contemplated by these Standards and Guidelines including, but not limited to, challenging federal restrictions that impede such integration. C. Provider Use of Funds and Eligibility Guidelines 1. Use of Funds: A Provider shall use funds received pursuant to ORS 9.572 et seq. only for the provision of civil legal services to the poor. The use of funds from the OSB LSP or compliance with these Standards and Guidelines is a matter between the Provider and the OSB. Nothing in these rules shall be construed to provide a basis to challenge the representation of a client. The sole remedy for non-compliance with these Standards and Oregon State Bar Legal Services Program Standards and Guidelines Adopted by the Board of Governors May 29, 1998 Amendments adopted by the Board of Governors November 12, 2010- Page 10

Guidelines is found in the procedures under non-compliance in ORS 9.572 and in these rules, Section V.E. & F. 2. Eligibility Guidelines: The Board of Directors of a Provider shall adopt income and asset guidelines, indexed to the Federal poverty guidelines, for determining the eligibility of individuals seeking legal assistance from the program. A copy of the income and asset guidelines shall be provided as a part of the application for these funds and shall be consistent with the Provider s mission and written priorities. 3. Payment of Costs: Eligible clients shall not be charged fees for legal services provided by a Provider with funds pursuant to ORS 9.572 et seq. However, a Provider may require clients to pay court filing fees or similar administrative costs associated with legal representation. 4. Recovery of Attorney Fees: A Provider may also recover and retain attorney fees from opposing parties as permitted by law. D. Procedures for Priorities and Policy for Avoiding Competition with Private Bar 1. Procedures for Establishing Priorities: A Provider shall adopt procedures for establishing priorities for the use of all of its resources, including funds from the OSB LSP. The Board of Directors shall adopt a written statement of priorities, pursuant to those procedures, that determines cases and matters which may be undertaken by the Provider. The statement of priorities shall be reviewed annually by the Board. a. The procedures adopted shall include an effective appraisal of the needs of eligible clients in the geographic area served by the recipient, and their relative importance, based on information received from potential or current eligible clients that is solicited in a manner reasonably calculated to obtain the views of all significant segments of the client population. The appraisal shall also include and be based on information from the Provider s employees, Board of Directors, local bar, and other interested persons. The appraisal should address the need for outreach, training of the program s employees, and support services. b. In addition to the appraisal described in paragraph a, of this section, the following factors shall be among those considered by the Provider in establishing priorities. Oregon State Bar Legal Services Program Standards and Guidelines Adopted by the Board of Governors May 29, 1998 Amendments adopted by the Board of Governors November 12, 2010- Page 11

(1) The population of eligible clients in the geographic area served by the Provider, including all segments of that population with special legal problems or special difficulties of access to legal services; (2) The resources of the Provider; (3) The availability of free or low-cost legal assistance in a particular category of cases or matters; (4) The availability of other sources of training, support, and outreach services; (5) The relative importance of particular legal problems to the individual clients of the Provider; (6) The susceptibility of particular problems to solution through legal processes; (7) Whether legal efforts by the Provider will complement other efforts to solve particular problems in the areas served; (8) Whether legal efforts will result in efficient and economic delivery of legal services; and (9) Whether there is a need to establish different priorities in different parts of the Provider s service area. 2. Avoidance of Competition with Private Bar: The Board of Directors of a Provider shall adopt a written policy to avoid using funds received from the OSB LSP to provide representation in the types of cases where private attorneys will provide representation to low-income clients without charge in advance as with contingency fee cases. A copy of the policy shall be provided as a part of the application for these funds and shall be consistent with the Provider s mission and written priorities. E. Provider Grievance Committee and Process 1. Grievance Committee: The Board of Directors of a Provider shall establish a grievance committee, composed of lawyer and client members in approximately the same proportion as the makeup of the Board. Oregon State Bar Legal Services Program Standards and Guidelines Adopted by the Board of Governors May 29, 1998 Amendments adopted by the Board of Governors November 12, 2010- Page 12

2. Grievance Process: The Provider shall establish procedures for determining the validity of a complaint about the manner or quality of legal assistance that has been rendered, or about the denial of legal assistance due to a determination that a potential client is financially ineligible. a. The procedures shall minimally provide: (1) Information to a client at the time of the initial visit about how to make a complaint; (2) Prompt consideration of each complaint by the director of the program, or the director s designee; and (3) If the director is unable to resolve the matter, an opportunity for a complainant to submit an oral and written statement to the grievance committee. F. Additional Standards for Providers A Provider shall conduct all of its operations, including provision of legal services, law office management, and operation of the pro bono program in conformity with the following recognized standards, as applicable: 1. Standards for Providers of Civil Legal Services to the Poor, as approved by the American Bar Association House of Delegates, August, 1986. (Appendix C) 2. Standards for Programs Providing Civil Pro Bono Legal Services to Persons of Limited Means, as adopted by the American Bar Association House of Delegates, February, 1996. (Appendix D) 3. Legal Services Corporation Performance Criteria, 1996. (Appendix F) 4. Oregon Code of Professional Responsibility. G. Columbia County Exception The Columbia County Legal Aid program is a Pro Bono Program, which currently does not have an attorney on staff as required by B.3. of this section. However, the Columbia County Legal Aid program shall make efforts over the next four (4) years to Oregon State Bar Legal Services Program Standards and Guidelines Adopted by the Board of Governors May 29, 1998 Amendments adopted by the Board of Governors November 12, 2010- Page 13

comply with B.3. of this section. In addition, the Columbia County Legal Aid program shall comply with the ABA Standards for Programs Providing Civil Pro Bono Services to Persons of Limited Means, February 1996, Standard 4.8, (Appendix D) requiring appropriate attorney supervision of its non-attorney staff. Finally, the Columbia County Legal Aid program shall take steps to comply with all other Standards. This exception is based on the fact that since the early 1980s the Columbia County Legal Aid program has been a successful Pro Bono program. Over the years the program received filing fees. The program does not currently have a staff attorney due to the lack of financial resources. The program has been able to provide pro bono legal services without a staff attorney. Based on this history, the Columbia County Legal Aid program is granted an exception to B.3. of this section for no more than four (4) years. Oregon State Bar Legal Services Program Standards and Guidelines Adopted by the Board of Governors May 29, 1998 Amendments adopted by the Board of Governors November 12, 2010- Page 14

IV. Cooperative Collaboration by Providers A. Mechanism for Cooperation: Providers will create a mechanism for cooperation among themselves and other programs providing services to low-income Oregonians: To facilitate additional communication between organizations; To coordinate and integrate key functions across program lines; To create a forum for identifying client needs; To collaborate and strategize how best to meet the needs of the client community; To discuss funding needs and potential funding mechanisms; To work with the court system, the legislature, the OSB, local bars, and members of the private bar to create a broad network to develop better access to the justice system. To eliminate the legal and physical separation among the programs in order to minimize the duplication of administrative and other costs of delivering legal services to low-income Oregonians. Oregon State Bar Legal Services Program Standards and Guidelines Adopted by the Board of Governors May 29, 1998 Amendments adopted by the Board of Governors November 12, 2010- Page 15

V. Oversight by OSB Legal Services Program The filing fees collected for legal services by the OSB LSP will continue to be used to support programs providing basic civil legal assistance to low-income Oregonians. The increase in court fees was calculated to replace decreased funding by other sources to legal services in Oregon and to enhance the broad based, full range of advocacy approaches and services to clients. A. Funding of Providers 1. Presumptive funding: To maintain the current statewide level of service the OSB LSP will continue to fund those legal services providers receiving filing fees at the enactment of 1997 Oregon Laws Chapter 801 Section 73 and the 2003 legislative increase in filing fee funds. These providers will receive the funds from the OSB LSP after administrative fees, up to 5.1 million dollars (2003 filing fee level adjusted for inflation increased by the 1.6 million dollar gap to meet the legal needs of the poor assessed in 2003) with an annual costof-living increase. The increase in the presumptive funding level meets the 1997 and 2003 legislative intent to provide additional funding for legal services to the poor at the same time continuing the approach adopted by the Interim Civil Legal Services Task Force who developed the Standards and Guidelines in 1998. a. Initial Funding: Providers will be required to complete the Initial Compliance Determination Application. Providers must complete the application and demonstrate compliance with these Standards and Guidelines within two months after this document becomes effective to qualify for funding under the OSB LSP beginning September, 1998. Funding will continue under presumptive funding until: 1. Provider is found not in compliance at which point Section V.F. will be implemented; 2. Provider discontinues provision of services at which point Section V. F. 5. will be implemented; or 3. OSB LSP no longer receives funding under ORS 9.572 et seq. b. Distribution of Funds: Presumptive funding will be based on the same distribution formula that was in effect at the enactment of 1997 Oregon Laws Chapter 801 Section 73. The Providers will be encouraged to utilize provisions c. and d. of this Section to modify grants and Oregon State Bar Legal Services Program Standards and Guidelines Adopted by the Board of Governors May 29, 1998 Amendments adopted by the Board of Governors November 12, 2010- Page 16

subcontract to meet unmet needs, to provide services to the underserved populations and to encourage a full range of services throughout Oregon. c. Modification of Grants: A Provider receiving presumptive funding may request that the OSB LSP transfer funds allocated to it to another Provider receiving presumptive funding in order to maintain the existing statewide level of service or to improve the statewide availability of services. The OSB LSP will consider the request and submit its recommendation to the BOG. d. Subcontracting of Funds: Providers may subcontract with others to provide specific services or to enhance services under the following conditions: (1) The subcontract is for no more than one year; (2) All subcontracts must be approved by the OSB when the aggregate total of the subcontracts for the year or when any one subcontract equals or exceeds $50,000 or is greater than 25% of the Provider s annualized grant; (3) The subcontract is for services within the parameters of these Standards and Guidelines; (4) The subcontract includes language insuring compliance with Sections III. C. 1, 3, 4 and III. F. of these Standards and Guidelines if the subcontract is with an organization, other than a current Provider, providing legal services to low-income people, or with a law firm or attorney; (5) The Provider must include provisions to obtain the needed information on the services performed by subcontract for inclusion in its annual report; and (6) For all subcontracts, the Provider must give the OSB LSP 30 days notice of intent to subcontract along with a copy of the proposed subcontract. 2. Additional Funds: If there are funds over those allocated for presumptive Oregon State Bar Legal Services Program Standards and Guidelines Adopted by the Board of Governors May 29, 1998 Amendments adopted by the Board of Governors November 12, 2010- Page 17

funding, the OSB LSP may award those funds to current Providers or applicants who demonstrate the ability to provide services that address the unmet needs and emerging needs of low-income Oregonians and the needs of the uncounted and under-served, low-income populations. The OSB LSP will determine the process for application for those funds. B. Performance Evaluation of Providers The OSB LSP has the responsibility to ensure that filing fees funds are effectively being used to provide high quality legal services to low-income Oregonians. The Annual Reporting Requirements and the Accountability Process are designed to provide the OSB LSP with the information necessary for the oversight required by Statute and not to be unduly burdensome on Providers. All oversight activities shall be conducted in accordance with the American Bar Association s Standards for Monitoring and Oversight of Civil Legal Services Programs. C. Annual Reporting Requirements 1. Annual Audit: All Providers shall annually undergo a financial audit by an independent auditor, which meets generally acceptable accounting practices. A copy of the final audit report shall be submitted to the OSB LSP. 2. Annual Report: Each Provider shall annually file with the OSB LSP a report detailing its activities in the previous year. The report will be due by the first day of October and needs to contain the following information in the requested format: a. The numbers and types of cases and matters in which legal services were delivered; b. A listing of the Provider s staff and Governing Body; c. A copy of its budget; d. A narrative description of the Provider s operations, including a description of its needs assessment, priority setting, and grievance Oregon State Bar Legal Services Program Standards and Guidelines Adopted by the Board of Governors May 29, 1998 Amendments adopted by the Board of Governors November 12, 2010- Page 18

processes, which is sufficient to demonstrate that the Provider is in compliance with these Standards and Guidelines. A Provider may comply with this requirement by submitting copies of reports or applications to the Legal Services Corporation, the Oregon Law Foundation or other funding agencies that provide the requested information. D. ACCOUNTABILITY PROCESS 1. Process: The process will focus on the effectiveness of the providers in meeting the needs of individual clients and the larger client community, and in the development and use of resources. The goals of the review are to assure compliance with OSB LSP Standards and Guidelines; assure accountability to clients, the public and funders; and to assist with provider s self-assessment and improvement. The process has three components: 1. A periodic self assessment report submitted by providers, including a narrative portion and a statistical/financial portion; 2. A periodic accountability report provided by the OSB LSP to the OSB Board of Governors and other stakeholders summarizing the information from the providers self assessment reports and other information including ongoing contacts with providers by OSB LSP staff and annual program financial audits; and 3. Ongoing evaluation activities by the OSB LSP including peer reviews, desk reviews, ongoing contacts and other evaluation activities consistent with the OSB LSP Standards and Guidelines. E. Complaint Procedure 1. Complaints about Legal Services Providers: a. Each Provider under the OSB LSP is required to have a written internal grievance procedure to address complaints about the manner or quality of legal assistance provided in individual cases or about the denial of legal assistance in individual cases. Any such complaint received by the Oregon State Bar Legal Services Program Standards and Guidelines Adopted by the Board of Governors May 29, 1998 Amendments adopted by the Board of Governors November 12, 2010- Page 19

OSB LSP will be directed to the Providers internal process except when there appears to be a pattern to the complaints or when the complaint falls into one of the categories listed below. Providers will furnish the OSB LSP with the resolutions to the referred complaints. b. Ethics complaints and malpractice claims will be referred to the appropriate department of the Bar. c. Complaints that Providers are acting outside the scope of the statute, ORS 9.574, not in compliance with these Standards and Guidelines, or misusing funds will be addressed by the OSB LSP s Committee or Grievance Committee through the Director of the OSB LSP. d. Complaints regarding the overall quality of legal assistance or the performance of the Provider will be addressed by the OSB LSP Committee or Grievance Committee through the Director of the OSB LSP. e. The OSB LSP Committee, the Executive Director of the Bar, and the General Counsel of the Bar will be notified of the complaints against Providers. A listing of all complaints, which will include synopses and resolutions, will be kept by the OSB LSP Program Director. f. Each complaint will be investigated (except ethics and malpractice complaints which will be referred to the appropriate body) and responded to timely. If a Provider is found not to be in compliance with these Standards and Guidelines, the procedure under Non-Compliance by Provider (F of this section) will be implemented. 2. Complaints from Applicants to the OSB LSP Applicants who are not granted funds by the OSB LSP may make a written presentation to the Board of Governors during the OSB LSP Committee s funding recommendation. F. Non-Compliance by Provider 1. Informal Negotiation: When it is found that a Provider is not in substantial compliance with these Standards and Guidelines, the OSB LSP Director (the Director) will negotiate and work with the Provider to assist it in coming into Oregon State Bar Legal Services Program Standards and Guidelines Adopted by the Board of Governors May 29, 1998 Amendments adopted by the Board of Governors November 12, 2010- Page 20

compliance. This period of negotiation will last no more than 60 days and no less than 15 days. The Director will notify the OSB LSP Committee and the OSB Executive Director that the Provider is out of compliance prior to formal notice being given. 2. Formal 30 Day Notice: If the Provider continues to be out of substantial compliance, the Provider and the Provider's Board Chair will be given a formal 30 day written notice that details how it is out of compliance and the steps necessary to achieve compliance. The Director will continue to assist the Provider in resolving the problem. 3. Mediation: If after 30 days from the receipt of the formal notice, the Provider still has not demonstrated compliance, the Director will immediately send a second notice to the Provider and the Provider's Board Chair. The second notice will list three names of mediators and give the Provider 15 days from receipt of the second notice to agree to one of the mediators or suggest another mediator. If the Provider and the Director cannot agree on a mediator within the 15 day period, the Director will petition the presiding judge for a judicial district to appoint a mediator. In the mediation, the OSB LSP will be represented by the Director or by the Chair of the OSB LSP Committee. The Provider will be represented by its Executive Director or Board Chair. Within one week of the mediation, a written decision will be forwarded to the OSB LSP Committee, the OSB Executive Director, the OSB Board of Governors and the Provider s Board Chair. 4. Hearing: If the mediation fails to produce a resolution in the matter, the Director shall give the Provider and Provider s Board Chair a written notice of hearing. The hearing will be held no sooner than 30 days after Provider's receipt of notice of hearing. The Provider will have the opportunity to present evidence that it has come into compliance or is making satisfactory progress towards compliance. The OSB LSP Committee will make up the hearing panel. Prior to suspension of funding, a written report will be presented to the OSB Board of Governors and OSB Executive Director within 5 days after the hearing is held which outlines the facts and decision. Oregon State Bar Legal Services Program Standards and Guidelines Adopted by the Board of Governors May 29, 1998 Amendments adopted by the Board of Governors November 12, 2010- Page 21

5. Suspension of Funding: If the report indicates that the Provider is still not in compliance and is not making satisfactory progress towards compliance based on the decision of the hearing, the Director shall suspend funding until the Provider is able to demonstrate compliance. Notice of suspension shall be served on the Provider in person or by certified mail and will be effective immediately upon service. The OSB LSP Committee, in consultation with the OSB Executive Director and the OSB General Counsel, will determine if during the suspension all or part of the suspended funds should be used to contract with another Provider for legal services. If the Provider continues to provide legal services as defined under the funding agreement during the suspension, any unused funds accrued during the suspension will be paid to the Provider. 6. Termination of Services: If the Provider terminates its provision of legal services as defined under these Standards and Guidelines, funding will cease and all unexpended funds shall revert back to the OSB LSP. The OSB LSP Committee will meet to determine the reallocation of those funds to other Providers or to new applicants. Oregon State Bar Legal Services Program Standards and Guidelines Adopted by the Board of Governors May 29, 1998 Amendments adopted by the Board of Governors November 12, 2010- Page 22